Service desk manager - reading, pa

Job Details:

Position Type: Full Time, Salary Range: $70000.00 - $90000.00 Salary/year, Job Shift: Day

The Service Desk Manager is responsible for full ownership and operational excellence of the Watchkeep Service Desk. This position is responsible for building, maintaining, and constantly reinventing a self-running, high quality service desk. The Service Desk Manager oversees all daily service desk functions including triage, ticket lifecycle management, escalations, service delivery quality, KPIs, and team leadership. This role requires strong business acumen, proactive decision-making grounded in data, and a deep commitment to customer outcomes. The Service Desk Manager ensures that Watchkeep clients receive industry-leading support by driving efficiency, consistency, and accountability across L1, L2, and triage operations.

Primary deliverables include:

• Thrilled clients
• Thrilled engineers
• High-quality, efficient, and compliant service delivery
• Predictable outcomes aligned with Watchkeep OKRs, MSP Verify, and CIS-aligned processes

DUTIES AND RESPONSIBILITIES:

Service Desk Ownership & Performance Management

• Own end-to-end service desk delivery across L1, L2, triage, and escalations.
• Monitor and drive performance to core KPIs, creating and reworking goals in order to drive better service and meet internal and external objectives.
• Ensure SLA adherence, quality of service, and consistent ticket hygiene across the team.
• Provide executive-level reporting on performance, trends, risks, and opportunities.

Triage & Escalation Leadership

• Oversee intake, categorization, prioritization, and assignment of tickets, building on existing triage expectations.
• Manage and refine escalation pathways to L2, Cloud, Security, Project, and Field teams.
• Ensure high-severity and at-risk tickets receive swift and accurate response.

Team Leadership & Development

• Lead, coach, and mentor the Service Desk (L1, L2, triage), fostering a culture of accountability, service excellence, and continuous improvement.
• Full hiring and firing authority on the service desk.
• Identify skill gaps and create growth plans aligned with the Watchkeep Ramp Program.

Service Delivery Governance

• Partner with L2 Service Desk team to define, update, and maintain service delivery of our tool stack and maintaining accountability structure.
• Ensure documentation accuracy, template adoption, and standardization across all service desk activities.
• Ensure compliance with Cyber Verify and other related frameworks, including CIS.

Customer Success Alignment

• Ensure all service desk operations support Watchkeep’s customer success objectives and business outcomes.
• Partner closely with Customer Success, Account Management, and Technical Practice Leads to maintain client health, reduce friction, and enhance overall experience.

Cross-Functional Collaboration

• Coordinate with Project and Field Team leadership for escalation alignment, resource needs, and workload balancing.
• Partner with Cloud, Security, and Automation practice groups for service delivery improvement, shared ownership of deliverables, and escalation refinement.
• Collaborate with Customer Success for strategic insights and customer experience improvements.

Process Optimization & Continuous Improvement

• Develop, refine, and implement service desk workflows for efficiency and predictability.
• Champion automation and workflow improvement initiatives each quarter.
• Leverage data insights to improve utilization, throughput, and client satisfaction.

Documentation & Knowledge Management

• Ensure robust documentation of processes, troubleshooting steps, standards, and best practices.
• Maintain a high-functioning internal knowledge base to enhance engineer productivity and consistency.

QUALIFICATIONS & EXPERIENCE:

• 7+ years working within an IT service desk or MSP environment.
• 3+ years in a supervisory or management role overseeing service desk or technical support teams.
• Strong understanding of Cyber Verify, CIS frameworks, MSP delivery metrics, BMK, and Watchkeep OKRs.
• Experience with ConnectWise PSA, Ninja RMM, Microsoft 365, and industry-standard ITSM toolsets.
• Proven ability to lead technical teams, manage escalations, and drive measurable performance improvement.
• Strong communication skills with the ability to navigate high-pressure situations and maintain professionalism.
• Demonstrated success in building teams, developing talent, and fostering positive culture.

PHYSICAL DEMANDS:

Ability to lift up to 25 pounds.

WORK ENVIRONMENT:

Office and help desk setting, primarily via phone and email, with occasional on-site client interaction. Moderate noise levels and frequent communication expectations.

TRAVEL REQUIRED:

Occasional travel, less than 25%.